Responsibilities:
- Provide strategic leadership and direction to the Technical Account Managers within the team, guiding their efforts in delivering top-notch technical support and fostering strong customer relationships.
- Collaborate with cross-functional teams to develop and implement strategies for efficient technical support delivery, customer satisfaction, and software adoption.
- Monitor the performance of your direct reports and collaborate with the Manager regarding metrics, analyzing results, and implementing improvements to enhance service quality and efficiency.
- Handle escalations for challenging customer issues and crisis situations, ensuring timely resolution and maintaining customer satisfaction.
- Cultivate a collaborative team environment, promoting knowledge sharing, skill development, and professional growth.
- Lead by example in delivering exceptional customer service and technical support, setting a high standard for the team.
- Act as a TAM as needed for agency coverage.
- Provide escalation support and on-call support as needed.
- Provide excellent technical support for Axon’s RMS and/or Standards products daily to our agencies making sure their expectations are exceeded.
- You collaborate daily with both agencies and internal employees for smooth resolution to issues.
- Serve as a subject matter expert on Axon's products and services, assisting team members in resolving complex issues and customer interactions.
Requirements:
- Bachelor’s degree in business administration or related field OR 7+ yrs of relative experience
- 5+ years of experience in managing diverse and cross-functional teams
- Proven leadership skills with the ability to inspire and guide a team toward achieving goals.
- Capacity to adapt to evolving environments and manage multiple priorities effectively.
- Demonstrated intellectual curiosity, humility, accountability, and a positive approach to leadership.
- Proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
- Proven ability to do reverse engineering, searching logs and root cause analysis
- Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
- Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
- Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
- Basic knowledge of computer hardware, operating systems, and storage devices
- Able to effectively communicate with various people including customers, colleagues, and across departments
- Experience using Splunk, JIRA, and/or Salesforce is preferred
- Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights is preferred
- Experience building views, writing & optimizing queries, and creating reports in SQL Server is preferred
- Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is preferred
- Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
Salary
Competitive
Monthly based
Location
Boston, Massachusetts, United States
Job Overview
Location
Boston, Massachusetts, United States
